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IT Service Dispatcher

2 months ago

Spokane, United States Nuvodia Full time
Base Pay Range:
$0.00 - $0.00

Job Description:
The IT Dispatcher is a Full-Time, Regular position working M-F regular business hours. This position is a fully remote position after initial onsite training at one of our headquarters in Spokane Valley, WA or Chandler, AZ.

Pay Range:

$16.10-$25.88

Summary: The IT Services Dispatcher is responsible for the initial handling of service requests that come into our Help Desk via phone queue, email, and customer portal. They triage the request or issue, enter relevant details into the service ticketing system, assign initial priority and escalate when necessary. They schedule and dispatch service tickets to a qualified technician for remote or onsite resolution and are responsible for organizing the daily ticket workload of all service team members. This position is an entry level position with a natural progression to Help Desk Specialist I.

General Description: The IT Services Dispatcher must have a high degree of empathy and patience toward customers who call into the Help Desk. The position requires excellent customer service, communication, and organizational skills. The IT Services Dispatcher must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. Professionalism must be consistently demonstrated to positively affect customer satisfaction.

Essential Duties / Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

  • Provide triage level support to help desk call queues and enter requests into ticketing system.
  • Manage incoming service requests via email and customer portal.
  • Ensure service tickets are classified and prioritized correctly with sufficient detail.
  • Schedule technicians through the dispatch portal for remote or onsite support.
  • Assign service tickets to qualified resources capable of resolving the issue.
  • Monitor open service tickets to make sure service level agreements are met, escalate as needed.
  • Manage ticket scheduling and assignments to balance workloads across resource tiers.
  • Respond promptly to users, escalate difficult situations, and solicit feedback to improve service.
  • Maintain professional and positive attitude that demonstrates our core values to customers.
  • Available to work the after hours, or on call, as needed.
Occasional regional travel, weekend work and on-call rotation may be required.

General Duties and Responsibilities:
  • Ability to maintain strict confidentiality.
  • Honest, pleasant manner, and good personal hygiene.
  • Free of alcohol and drug abuse.
  • Valid state drivers license and proof of insurance.
  • Excellent communication and interpersonal skills.
  • Detail oriented, ability to multi-task, organized, and able to work in a fast paced environment.
  • Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
  • Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
  • Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
  • Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
  • Rotates to other shifts and locations as needed.
  • Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location
Supervisory Responsibilities:
  • There is no supervisory responsibility in this position
Advocacy:

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates Nuvodia core values (Authenticate Connections, Ownership Mentality, Continuous Growth, and Enduring Results) by knowing and understanding the mission, vision and goals.

Qualifications:
  • Education: Associates Degree in related field or equivalent experience
  • Experience: One year of related experience including
    • Experience where customer communication and care was a primary responsibilities.
    • Demonstrated ability to stay focused, organized, and on-task in a fast-paced environment.
    • Help desk, call center, or dispatch experience preferred.
    • Utilization of tools to manage and schedule professional services.
    • Basic understanding of information technology terms, applications, and infrastructure.
  • Computer Skills: Experience with the following computer applications is highly desired:
    • ConnectWise Manage or like professional services automation (PSA) tool
    • ConnectWise BrightGauge or like business intelligence (BI) tool
    • IT Glue or like knowledge base tool
    • n-Able N-Central or like remote management and monitoring (RMM) tool
    • Microsoft Products: Excel, PowerPoint, SharePoint, Word, Visio
  • Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.
Nuvodia/Inland is an EEO employer...